文章基本信息

标题：Quality Management: From Effective Service to Innovative Facility
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作者：Azizah Rajab ; Azizah Rajab ; Roziana Shaari 等
期刊名称：Procedia - Social and Behavioral Sciences
印刷版ISSN：1877-0428
出版年度：2012
卷号：40
页码：509-513
DOI：10.1016/j.sbspro.2012.03.223
语种：English
出版社：Elsevier
摘要：AbstractQuality is one crucial factor in determining human satisfaction, while managing quality sensibly denotes an effective and innovative running of an organization. Thus, the combinations of both depict almost a perfect administration of the organization. An institution that gives extra attention in managing and providing good quality services is believed to have gained its ‘customer’ loyalty, as this can contribute significantly to the overall effectiveness of the quality management system. This research seeks to identify the international undergraduates’ satisfaction levels on the services provided by a higher learning institution. A forty-five questionnaire items were developed based on the Analysis Model of SERVPERF which was completed by 130 international undergraduates using a five point Likert Scale. This paper will present, discuss and highlight the findings of this research project, as knowing these results is critical in deriving to the key components of the service quality, in order to creatively or innovatively redesign them to suit the needs of the learners.
关键词：Quality Management;service;facility;international